The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

Tip of the Week

  • Tips for dealing with change.
    October 23 –

    Do the words “change,” “realignment,” or “shift bid” strike fear in your call center? Does your workforce management team hide in the restroom when new shifts go into effect?
    Here are a couple of techniques to try to alleviate some of the anxiety associated with these changes.
    Begin the process well ahead of the time …

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